Top 10: Voice of Customer

Top 10 most viewed posts published in the past year, for this category.

10 Ways of Getting to know Your Customers Better

For business enterprises to be profitable they need to churn out products and services that their customers will like. Getting concrete insights into the...

How Important Are Your Online Customer Reviews?

Small businesses used to rely heavily on word of mouth to generate business and traffic. In today’s always-online society dominated by mobile device usage...

Are You Competing on Customer Experience to Keep Up, Get Ahead, or “Leave a...

Painting is self-discovery. Every good artist paints what he is. —Jackson Pollack Three years ago, MassMutual embarked on a journey to reconnect...

Turning The Disney Way Into Your Way

Bill Capodagli has nearly three decades of management consulting and corporate research expertise. Bill co-authored the best-selling business book, The Disney Way, 3E: Harnessing...

Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my...

Understanding Customer Survey Data: Descriptive, Predictive and Prescriptive Analytics to Improve Customer Loyalty

Customer relationship surveys play a major role in helping improve the customer experience and increase customer loyalty. By gathering customer perceptions of their experience...

5 NPS Myths and How to Overcome Them

I first heard of the Net Promoter Score from Fred Reichheld, one of its co-developers, in a talk he gave at a vendor conference....

Customer Feedback Channels Imperative to Customer Experience

*This article was originally published at http://www.reviewtrackers.com/customer-feedback-channels/ Customer feedback comes in many forms. It can be a long, drawn-out Yelp review or a three-word tweet. It...

How to improve listening skills for customer growth

Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in...

3 Ways to Boost Your Customer Service Listening

You know the feeling. You see a customer heading your way to complain. Or maybe they’ve already submitted feedback and checked the “please follow up” box...

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